Product Installation Issues

I upgraded to 2012 from 2011 that is where my problem started. I uninstalled 2011, rebooted the PC and ran the installer. When it get near the end of the installation it does a rollback and I get a error that the setup failed and generated a log.

I download the True image cleanup tool for 2011 and ran that Utility. Rebooted the PC and tried again with the same problem. I am running Windows 7 64bit.
Thanks

I cannot get a good install of this product. My first download was a bust, and I had to redownload. Prior to installing, I thought I would prepare an external Seagate HD to accept my backups/images. But upon trying to reinstall the utility, it said it wouldn't run under Win7. The software as DiscWizard (a trademark of Seagate). So I went to the Seagate website and downloaded a new version and installed it. To my surprise, upon running it, it loaded with an Acronis trademark. The point is, it's still installed on my desktop PC. After re-downloading ATIH 2112 and installing it, it errored. I couldn't get a screen capture because the error message kept disappearing as I clicked and dragged over it with Snipping Tool. So I uninstalled and reinstalled. Same error. Now, I've re-downloaded ATIH and will try another install, but I'm pretty sure it's going to error. Is there any way in Hell that ATIH may be conflicting with DiscWizard? Looks like they might have the same OS hooks. I'm frustrated, and am thinking about asking for money back. And I can't even get free phone support for an install? That's a gyp. DS

OK. I have a screenshot now and will try to attach.

Dane,

DiscWizard is based on an imaging engine provided by Acronis, Seagate programmers will have added behind the scenes extras to it.

Don't use the Acronis cleaning tool unless someone from Acronis says it's OK, again what Seagate might have added to the basic engine might not be recognised by the Acronis cleaner and cause you more problems.

You should definitely uninstall DiskWizard before installing 2012, 2012 uses different disk filters has renamed some of them and they are in different places to that used by TIH 2009 (which is what DW is based on). Make sure you shut down and restart between uninstalling and re-installing, this guarantees that registry entries that are lurking in RAM are not written back to the registry hive as can happen if a restart/boot is performed.

Update on my OS. It's Win7 Home Premium.

I walked through all the folders, including Appdata and other system folders, looking for Seagate, DiscWizard and all Acronis references. Then I manually deleted them. Cleaned the Temp folder. Emptied the trash. Rebooted. Will try a clean install of ATIH.

Any word on when I might be able to get some "live" support for this problem before I ask for my money back?

Did anyone look at the attached Error message screen shot?

Dane,

It's not so much the folder contents that are your problem but the registry contents and your sys32 drver folder. I did look at your image, which is why I wrote about disk filters, as the snapshot manager is one of the filters (snapman.sys) that has been moved.

Hopefully uninstalling DiscWizard, shutting down and then booting W7 before installing 2012 will do the job.

Hello all,

Thank you for your comments and thank you for your help Colin.

Dale, unfortunately without additional information about the issue it is difficult to say at the moment what caused this problem. To expedite the resolution I would recommend to get in touch with our Support team.

Dane, please use the following guide if you need to contact our Support department. I am confident that we will be able to help you.

Please let me know if you have additional questions.

Thank you.

I had all the same problems reported to date. Started upgrading a Win 7 Lenovo T400 32b TI 2011 to TI 2012 - failed as described by elsewhere is this post. Then did a fresh install of Win 7 64b (wanted to upgrade to 64b anyway); installed TI 2012 - same problem. Then I successfully installed TI 2011 successfully - haven't done any backups yet - thought I was home free until TI 2012 problem is resolved.

The morning the computer won't boot I am getting message that the file "vididr.sys" is corrupt and preventing the computer from boot normally or in safe mode. This is an Acronis Virtual Disk file.

Hello Ken,

Thank you for your post. I will do my best to help you.

Unfortunately at the moment it is not clear why this issue occurs. I found your case in our system and the problem is being investigated.

If you have additional questions about the case feel free to contact me directly.

Thank you.

Installing TIH 2012 on Win7 Laptop
I've been using Acronis products since version 6; this is the first time I've had any problems, and it's with the install of TIH2012. The host is a Lenovo T61 laptop with Windows 7 Ultimate 32-bit. I uninstalled the previous version (TIH2010) and have had the same install result 3 times:
Start install (using ATIH2012_5545_en-US.exe), enter code, software is installing, progress bar fills, and then get BSOD with corrupt vididr.sys, followed by another BSOD with 7B stop error - inaccessible boot device. Windows repair doesn't help, and my only way to get out of it is to recover a prior image using a TIH2010 bootable usb stick.
Install is OK with my vista64 desktop. For the life of me I can't get anywhere with Windows 7.

I am installing 2012 over the top of 2010, on a windows 7 32bit machine.
Will I have problems or do I have to completely uninstall the 2010 version?
This is a full versio of 2012.

thanks
rich

@Donald,

I think the old driver possibly still has an entry in registry and as vididr.sys is the renamed driver and lives in a different spot in registry this is causing a conflict.

Rather than restoring an old image of your system, you could try selecting F8 at boot time which should allow you to select 'Boot last known good configuration' (words to that effect), this should load from the spare registry hive and allow your system to boot. I'd suggest reinstalling 2010, and then depending on how fed up you are, either uninstall, reboot and then try 2012 or try installing 2012 over the top of 2010.

@Rich,

In theory you should be able to just install over the top, some people have success, some don't. Personally I'm inclined to uninstall 2010 and then install 2012.

I am experiencing the same issue after having downloaded and attempted to install Acronis THI 2012 on a Vista Ultimate x64 system: installation started to roll back then blue screen crash. Blue screen on every boot up but I am able to boot into safe mode. However, I am unable to uninstall Acronis (no option available) or to fix the installation. Installation log attached.

Please help!

Ahmed

Ahmed,

1. When booting Windows press the F8 key and then select 'use last known good configuration' this should get your Vista running again.

2. According to your log file, like many others, it seems to be failing due to Admin properties. I don't know what the answer is here but you could try right clicking the installer file and select 'Run as Administrator', this may get it to install correctly.

As far as the BSOD is concerned I guess it is the newly renamed driver causing the problem, if it happens again try and grab the hex code (0x7B for example) and any text pointing to the drive causing the problem.

to ColinB
I searched the registry via regedit but did not find any instance of vididr.sys or vididr. I tried again to install ATIH2012, same result: BSOD 7E with corrupt file vididr.sys, then the system rebooted and got stop error 7B (inaccessible boot device). I rebooted again and was able to use last known good and boot into the system, but ATIH was still not there. I'm at the point now where I'm going to attempt to escalate my issue to get more assistance from the company.

Win7 64bit fin
TI Home 2011 installed, working ok
Several attempts to install TIH2012, installer starts, asks for serial, installs, starts to roll back and informs about error, see log. Computer has problems starting, Windows does some corrections, works now. Then installed 2011 again.
First time problems with Acronis products. A few weeks ago I had to uninstall Powerdesk, which had big problems with win7 64bit. Hope is not same future.

I have been a fan of Acronis TIH for several years. But the new version 2012 of ATIH is more of a beta version then a ready to market version.

First tried installing on my computer that has Vista Ultimate. Several attempts each resulting in a major crash which was unrecoverable except for restoring to an earlier version. This seemed to ba an issue with the installation of a driver for Acronis Virtual Disk Bus.  After crash and computer restarted it showed trying to install this driver searching in the preconfiguration file folder.  This caused a final hard crash which prevented the system from starting normally.

Next tried downloading the installer again and then another attempt with the same fatal crash.

Next tried installing on another PC with Vista Home and this time it did install. However when I try to do a disk and partition backup no disk shows up in the source when either disk or partition is selected.

I am running the trial version of 2012 which copied over my 2011 paid version.

I was able to get it to install on Win7Ultimate 64-bit, by doing a fresh install. After the OS was loaded I went through all the Windows-Update cycles until it said my computer was up-to-date. The I installed TIH2012 as the first application, and it succeeded. I agree with Ralph that this version was not ready for prime time. I'm a UNIX administrator for the US government, and I'm well aware of applications that do not work without some serious vendor support. From Acronis, I expected better.

Trying to upgrade from TIH2011 to 2012. Install fails with the following message.
Installation has failed
Fatal Error on Install

@Altani,

Your problem seems to be the same as Ahmed's.

1. Make sure your temp folder is cleared - click WinButton + r type in '%temp% delete all the files that Windows will allow.
2. Right click the TIH installer file and select 'Run as Administrator' - Whilst this is running, open up the temp folder and find the folder that houses the actual MSI installer - it will have a folder name similar to "1656EA9A-5C66-4428-BE73-69EB39A421F6". It won't have the same ID but it gives you an idea which type of folders in the temp directory you should mouse over.

If #2 fails, try running the MSI installer directly.

If that fails try selecting the install for single user only.

If that also fails - take a deep breath, make a cup of tea and headbutt the wall - also contact support either via Chat or email - take headache tablet.

@Olli,

Yours' also seems to be stopping at the same spot as Ahmed's and others, try the above.

@bpoles,

Have you had the Plus Pack for 2011 installed? If so make sure you uninstall it, reboot, then try installing 2012.

@Donald,
Have you tried running as Admin as I mentioned above and also have you tried installing for single user rather than all users? Make sure your firewall is suspended and AV in case they are blocking the device installation.

Thanks Colin,

I did have the plus pack installed. After uninstalling I had no problems installing TIH 2012, however like Ralph when I try to set up my back up, nothing shows up in the "source" box to create the backup from?

bpoles wrote:

when I try to set up my back up, nothing shows up in the "source" box to create the backup from?

Sounds like the snapman manager hasn't installed itself properly.

Try installing it manually after downloading from here, make sure you select the correct one.

Tried the snapman download and tried to reinstall with the repair utility. Shut down all running services and startup files pertaining to Acronis. Still can't get the source box to populate?

Hi everybody,
Just some suggestions :
- 1) prior the installation of ATIH XX, disable the AV software, this will avoid large lot of strange troubles,
- 2) when installing ATIH XX for the first time use "REVO UNINSTALLER" ( Install through Revo Uninstaller) : this will allows Revo Uninstaller to know exactly what does the installation process of ATIH, then you will be able to uninstall ATIH XX without remaining trace (in case of problem),
- 3) ATIH 2012 installs and runs well on W7-64 bits, but on computer which never saw ATIH, I did not experienced with Revo Uninstaller and ATIH 11.

Tried the above suggestions on the computer with the Vista Ultimate systems. Deleted the temp files and ran under admin for one user.

System crashed after registering modules when installing.

Time for that coffee and Acronis support has my issues. Will wait for them to get this sorted out, probably there will be some acronis customers switch over to the competition as these type of issues are not very well tolerated by the public who expect a product to perform as stated. Needless to say at least install.

Anyway, myself I will be looking forward to the 2012 version to get sorted as the new version seems to have some benefits to offer.

Won't touch either TI2012 so far.
Another issue. I bought yesterday Kingston HyperX SSD kit-version. Enclosed is TI HD-disc, but
- it works only as disc copy, so I can't copy selected partition
- it can't read my TIH2011-backups
- TIH 2011 can't either copy partition to partition, only disc copy
- TIH 2001 cant recover image to a different disc or partition as original location
Is it so ?

Olli,

The versions that come from disk manufacturers are to my knowledge based on TIH 2009. The disk manufacturers often alter parts of it to suite their purpose.

If the one Kingston are providing is based on 2009, then it won't be able to read 2011 files. It might be that Kingston have altered or asked Acronis to provide, so it only complete disk copies which might well be cloning in Acronis speak, which would make sense to some extent.

A full version of TIH 2011 should be image partitions, complete disks, clone, files and folders backup, try and decide etc. If you've attempted to install the Kingston provided version whilst 2011 was installed or even if it wasn't, you might have now ended up with a confused registry. The best thing to now try is the Acronis Cleaner, however this will wipe out all your tasks and schedules as well as stopping any other Acronis products from working, so if you have Disk Director it will need to be reinstalled.

The 2011 cleaner is here.

System partition C was in the same physical disk as partitions D, E, F and G. I copied their contents to external USB3-disk and then deleted the partitions, and then it was quite simple to do the (proportional) disc copy with Disk Director. After removing original C (plus system reserved small partition) I created (with windows' own disk manager) D-E-F-G in the old HDD again and now contents are copying back. I wait to see how fast Photoshop Elements and Canon's DPP now work, or video editing etc.
I didn't install Kingston's TI-version on the disk, the CD is bootable. I do have the full version of TIH2011 installed, it must be untouched after this operation, anyway it open's normally.

Dear Forum
I really am having dreadful problems installling and ctivating Acronis True Image home 2012 on WIndows Vista Business.
I have been told to uninstall install new snapap drivers and try again.
This is what happens:
The driver link to the snapapi drivers provided says it is unable to download.
I have tried uninstalling and reinstalling the product, however, I am unable now to activate it properly.
If I put the serial number in I was given with the purchase in the activate box I get an error message which says it is "an upgrade serial number and I should get a trial serial number". I got a trial serial number put the serial number then the upgrade serial number and got a message that the serial number specified is incorrect. Either way it does not work. Also Acronis True Image 2012 does not recogise my internal C; drive so I cannot do a back up anyway even as a trial. If I try to back-up an individial file I get another error message "failed to open snapshot library manager ......."
I have never had so much trouble with installing and activating a product before.

The hard disk drive is still not visible either.

Did you have a previous version of True image, if so will that now install?

Which link did you use and did you double check that it is the correct 2012 version?

Have you registered that serial number in your account just to make sure it really is a full version SN?
At this point, it might be an idea to run the Acronis cleanup tool before attempting to re-install 2012.

As you've had so many problems I'd suggest the following installation list.

1. Temporarily disable your firewall and your AV if the Av has real time analysis running.

2. Right click on the Acronis installer file and select 'Run as Administrator'.

3. Install for single user.

You might still have the problem of 2012 not seeing your hard drive, if that is the case and you are definitely certain you have the 2012 snapman, try installing it again.

I have the Acronis® True Image WD Edition installed since about a year and it has proven useful.
I'm considering to buy the full True Image™ Home 2012 but would first like to download and install the free test version. Would the installation of the test version (and later possibly the full version) mess something up in the WD version or in the full True Image™ Home 2012 version? I realize that the backups created by the WD version might not be usefull using the full version.

Thomas,

I suspect the trial version will operate as the full version does in regards to WD (as the trial is the full version with the extra trial serial number), so it would load over the top. Uninstalling though would uninstall everything.

As there are differences between WD and 2009 (What WD is based on) and the new differences brought in by 2012, I would suggest that if you intend to purchase the full version after trialing, it would be better to uninstall WD, reboot and then install 2012 Trial.

I think 2012 should be able to recognise the WD images, becuase as I mentioned WD is a variant of TIH 2009. WD though won't be able to recognise any 2012 images.

If you decide to purchase 2012, you will be able to enter the full serial number into the trial version which will unlock to become the full.

I tried to install TIH 2012 on a Windows 7 64bit system that had no Acronis products installed. Installation failed. I then installed TIH 2011 successfully and tried again to install TIH 2012 as an upgrade. Installation failed. The two error logs are attached.

Bernie,

Have you tried installing as Administrator (right click installer file) or installing for single user?

I have just tried both suggestions. As Adminstrator - same error. Install for single user - same error.

Originally I wanted to know if I could have two Acronis versions running, the WD version and the 2012 Home vesrion, and use them both independently. I learnt that the 2012 will install on top of the WD version, no co-existence. OK, fine and accepted.
So now the question changes to 'Will I be able to re-install the WD version if I find that I do not want the 2012 version'?

Win7, all updates, 32bit system, laptop with external USB disks.

I had an interesting installer issue with ATIH2012_5545_en-US.exe.

My computer is a Pentium P4M laptop with 512MB system RAM and Windows XP Pro 32-bit SP3, all MS Updates and many driver updates.

I always install programs from my Administrator Account. (By the way, in Windows 7, this is not enough -- you do have to run many installers by right-clicking and selecting "Run as Administrator".)

I removed Acronis True Image 2011 through Windows XP Add/Remove Programs. Then I ran the Acronis 2012 installer as listed above.

Installation ran through to what looked like completion, but the installer gave the Red X as "encountered an error" -- Error 2625, I recall. An Automatic Error Log was sent, and I saved a copy of the error log to My Documents locally. Nothing drastic -- no Blue Screens or anything like that.

Without rebooting, I ran a Repair reinstall from the same installer, and this time it successfully installed True Image Home 2012. The installer reported that the Repair Installation was successful. Then I did a system cleanup using a few of my favorite cleanup utilities before rebooting.

I run Comodo Firewall, and Comodo protects System Files; further, it tries to sandbox or isolate unknown applications. I have tried to submit the Acronis Installer to Comodo, but the file is rejected by their system as too large.

Why does the Repair Reinstall help? I am guessing the firewall, once reset to accept the Acronis installer as a Trusted File (using their manual procedure) will only block the installer once. Logging out of my Administrator Account and back in again, after resetting the firewall, also may have helped. Running the Acronis installer a second time may have unblocked the system files which needed to be changed or added to complete the Acronis installation.

Another option could be to lower the firewall to its Learning Mode during the Acronis upgrade. Then set the firewall back to a more protective setting when the installer has successfully run.

Whatever the technical details, for me in this computer, running the Acronis installer in Repair mode after the failed installation seems to have produced a fully functioning installation of True Image Home 2012. So far, no problems or further issues noticed.

I hope this experience of mine may help others who encounter this type of error. Sometimes it is not necessary to start the installation over as a clean install in these situations. Another time when Repair Reinstall has worked for me was when some True Image (2011) components got unregistered or damaged during driver updates. I am not sure how many home users are aware of the Repair option in the Acronis Installer.

For those who download True Image Home, keeping a copy of the Installer in a safe location can save a lot of headaches down the road.

@Thomas,

I don't know the answer to your question. WD is based on TIH 2009, assuming 2012 uninstalls correctly especially removing the snapman entry, then WD should reinstall OK, however there is the possibility that the encoded 2012 serial number might still lurk in the depths of registry which may or may not cause problems. One thing is definite though, WD will not be able to read any images created by 2012.

@Robert,

I think sometimes something on the system prevents correct registration of all components especially services (no BSOD) and filters (with BSOD), often either a reboot or as you've found a repair install solves the problem.

Hmm.. a minor consolation to know I'm not alone with my problems ;-)
My attempt at installing TIH 2012 over TIH 2011 on sept. 5th failed too with a BSOD.

Here's the story as reported to Acronis support (I have an open case there):

Decided to update from TIH 2011 to 2012.
During 2012 installation my computer blue-screened - first time ever (!) running Windows 7. System: Win 7 Ultimate x64 SP1 running on a Lenovo T500 with 4GB RAM.

After rebooting from BSOD I notice an "Unknown device" in the device manager:
Device instance path: ROOT\ACRONISDEVICES\0001
Hardware IDs: root\vididr_bus
Config Flags: 00000040
CONFIGFLAG_FAILEDINSTALL
Intall date: time of the BSOD

Next attempted to uninstall TIH 2011 from control panel. On next reboot my system failed to start and Windows initiated an automatic repair which happily was successful. Repteated the uninstall, apparently successfully.

Tried AGAIN to install TIH 2012, and once again had a BSOD during installation.

After the failed install there are errors in the system event log about drivers failing to load, and I also notice an "Unknown device" in the device manager: hardware id=root\vididr_bus

I should also mention that I deactivated my AVAST antivirus while running the installation, just to be on the safe side.

Oh yes, the Acronis reporter tool I tried to run to provide info to support failed too (attached screenshot).
-------------------------------
To ensure that all traces of TIH have been removed before trying any fixes, I've run the cleanup utilities for both TIH2011 and 2012, but the registry still contains numerous references to the product, which is somewhat disconcerting.
For example,
HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{975D1154-4003-40F9-850C-F92A99BFEE59}\InProcServer32
C:\Program Files (x86)\Acronis\TrueImageHome\x64\ti_managers_proxy_stub.dll

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{9E42900A-85F9-4E67-9778-575FBBA0A81C}
\InProcServer32
C:\Program Files (x86)\Acronis\TrueImageHome\x64\versions_page.dll

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{B8C1D1E5-8FD7-4F0F-B00F-792223DC8701}
\InProcServer32
C:\Program Files (x86)\Acronis\TrueImageHome\acronis_backup_cpl.dll

(but the folder "C:\Program Files (x86)\Acronis\" is gone)

Also, there remains a reference to an Acronis filter driver
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318}
LowerFilters=vidsflt58
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\vidsflt58
ImagePath=system32\DRIVERS\vsflt58.sys
(the driver file is also present in the file system)

This is the computer I use for work, so I'm reluctant to do much experimenting. The experience reminds of what it was like to install Microsoft service packs 10-15 years ago - bleeding edge - after a while you wised up and waited for release b, c or d of the SP, meanwhile letting the other Joes do the testing MS should have done in the first place.

I have this issue when putting the 2012 upgrad on a system that did not have an old verion installed although I was offered the upgrade because I had a full version key for 2009 and an upgrade ket to 2010. I am just going to request a refund on Monday and probably try Paragon. I have been considering them anyway.

Installed 2012 over 2011 & discovered after doing a disk clone the boot sector (MBR) is not being cloned. Rendering the cloned drive useless. Been nothing but trouble ever since. Tried going back to 2011 but install said to remove older packages. OK so I tried doing that & it can't be uninstalled cleanly. So now I have pieces of 2012 left behind & no 2011 installed. No way to clone my drive. After several years with Acronis I'm ready to look elsewhere for good software. This release is nothing but trouble after reading the other posts. Seems software coders are in a rush to call it 2012. Better do a lot more testing before releasing a package & selling it as reliable, because it's NOT!

I have been running ATIH 2010 on XP Pro w/out issue for some time. Decided to try ATIH 2012 trial version. Initially tried install over ATIH 2010 which caused the system to freeze with no error messages. Unable to uninstall ATIH 2012, I did a full restore using ATIH 2010. This time I uinstalled ATIH 2010 first and then tried install of ATIH 2012 trial. This also locked up the system at the very end of the install. I also tried disabling AV and firewall software. Nothing seems to work. Is the trial version the same as the latest build?

This is a screen shot where the party ends.

Obviously people at Acronis forgot the wise words "if it ain't broke, don't fix it"when planning the 2012 edition.
However, now that it *is* broke they have some real fixing to do. But how to restore confidence after a snafu on this scale?

How to back out of 2012 back to 2011 - at least how I did it.......
Initial problem posted was no proper drive clone was done (no MBR copied)

1. Reinstalled 2012 & got the install complete message.
2. Reinstalled 2012 but now I selected "Uninstall" option on the install screen.
3. 2012 was cleanly removed.
4. Installed 2011 & all is fine.

Hope this help other with the "can't uninstall message". or can't revert to a older version message w/out first removing newer versions.

uninstalled...requested refund. Moved to Paragon Disk Suite this time around. Nothing against Acronis. The product has been good to me. But it should not have been released with these issues that seem apparent for a lot of users.

After several hours of trying to install the 2012 trial (on more than machine) , Clearing temp files, checking permissions, I finally got it to install. I had to create a NEW user account with administrator privileges and used that to successfully install it. I am a long time (years) user of ATIH and wanted to see if 2012 was worth updating to. Something needs to be fixed with this release. Most people will not go through these gymnastics, IMO.

I am running Win 7 32bit Ultimate & Professional on all of my test PCs.

I was getting this error: Note: 1: 2262 2: Error 3: -2147287038

walter druce wrote:

After several hours of trying to install the 2012 trial (on more than machine) , Clearing temp files, checking permissions, I finally got it to install. I had to create a NEW user account with administrator privileges and used that to successfully install it. I am a long time (years) user of ATIH and wanted to see if 2012 was worth updating to. Something needs to be fixed with this release. Most people will not go through these gymnastics, IMO.

I am running Win 7 32bit Ultimate & Professional on all of my test PCs.

I was getting this error: Note: 1: 2262 2: Error 3: -2147287038

Walter. I have been doing computer and IT work for a long time and I was not ready to spend the time I knew it was going to take to get this product put down correctly, to the point in your last sentence. I spent about an hour on support chat and then was escalated to the next level. I then got asked for all kinds of logs and settings. In my opinion it shouldn't be very difficult to write a windows app that lay's down the way it is supposed to.
I know what I am doing so I know my system is clean and set up properly. I just decided it was't worth the effort and got a refund and moved over to Paragon. I don't really like the scheduling in Paragon as much, doesn't seem as flexible to me. also, I think it could be a bit slower, but it is early in my testing.

Take care

What does it take to get a refund??? I have submitted a ticket close to a month ago about not being able to install 2012, I still have not heard back other than it has been submitted to a expert team to investigate. I have also sent in a request for a refund and still no word from anyone at Acronis. I will not even get into the facts how bad this company has fallen in support and development. At this point I would just like for someone at Acronis refund my money so I can buy software that works!!!! Its that simple..

Hi Dale.. Make sure you make the request within 30 days. I got mine online through the company that Acronis uses, I think Cleverbridge?

Anyway I told them about the issue while at the same time e mailing acronis on my support ticket that I wanted a refund. The company that did the processing requested the refund for me and I had it within 72 hours.

Hope this helps.

Dale, like Kevm said, first contact to seller which might be Cleverbridge. I did that too and got refund (actually I disputed my payment on PayPal, but it went via Cleverbridge). If you do not get refund you may contact your credit card company and tell that you do not get product that you ordered (I think that is true if you even cannot install True Image at all).